Frederick Reichheld

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Frederick F. Reichheld is a director emeritus of Bain & Company and a Bain fellow. He is the author of The Loyalty Effect (Harvard Business School Press, 1996) and Loyalty Rules! (Harvard Business School Press, 2001)

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WINNING CUSTOMER LOYALTY IS THE KEY TO A WINNING CRM STRATEGY

by , et al.Issue: March / April 2003

Form follows function, and the one practice that illustrates this truism best of all, perhaps, is customer relationship……